Castel Launches New Call Center Detection Software Suite

Castel, Inc., a leading supplier of contact center solutions, announced its latest release, the innovative Castel Detects™ software suite. Castel Detects gives customers the workforce knowledge they need to increase revenue, maximize profit, reduce costs and dramatically improve operational efficiency.

The Castel Detects suite captures and analyzes detailed information about how contact center agents interact with their business critical software applications. Managers can zero in on any user’s minute-by-minute actions with the ability to take steps to optimize processes and improve use of resources.

Castel Detects Activity is a virtual 24/7 time and motion tracker that captures information from every user such as date, time, user name, computer name, applications name and module and duration of use, so managers can give employees the tools, training and best practices they need. Castel Detects Activity logs software usage in real-time, giving the customer the precise timing of activities such as logging on and off, idle periods; which applications are being used, for example, during wrap times, and duration times, and specific screens within applications that are being accessed by employees.

Castel Detects Event, which analyzes software usage throughout the customer’s company, identifies events and values using a simple configuration tool. The application triggers alerts and actions, in real-time, based on customer chosen values and events. For example, Castel Detects Event can trigger the recording of important phone calls, trigger a screen capture, alert a supervisor if a transaction value exceeds a specified amount, send email alerts or suspend a user’s network access due to security issues.

Castel Detects Process allows customers to define business rules and then capture metrics on user-executed transactions and business processes. It gives unprecedented visibility into the customer’s day-to-day call center activity. The software provides users the ability to recognize an entire business process that may span across several software applications and multiple complex steps, and then capture the details about how that process is being implemented.  Metrics such as duration, maximum and minimum values for users and groups, number of times a process or step is executed at any given stage is captured and immediately available for managers to analyze.

In addition, Castel Detects can be applied without integration to a user’s current desktop. It can be deployed immediately, without network interruption; requires very little bandwidth (the size of a single email); is highly scalable; and can work with almost all desktop applications.

Castel Detects can be integrated with Castel’s flagship call management system, Castel Connects®, or it can be implemented as a stand-alone application.

“We are excited to launch Castel Detects because it is one of the most robust, comprehensive work process tracking tools available on the market,”
said Castel’s President and CEO Nick Kimball. “This tool will positively impact two of the most critical areas of concern for our customers today – increasing productivity and reducing expenses.”

About Castel
Castel, Inc. develops and markets highly scalable call management solutions, which provide significant improvements in agent productivity over competing systems. Leading financial institutions, collection agencies, and telemarketing organizations use Castel’s modular, open solutions. For more information, please visit www.castel.com.